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zon customer service - not happy

Mental Octopus

Mental Octopus

May 24, 2003
1,559
4
#1
I sent my old Zon Legacy back to the factory in mid July. The old original neck warped, so I asked for a new neck with a truss rod. They started (allegedly) working on it late July, and they asked that I pay the entire cost upfront (NOT cheap).

Since Zon is a reputable company I didn't mind this. They said I would have my bass back in 3-4 weeks. I told them it was very important that I have the bass by October because I'm hitting the studio, and the Legacy is my weapon of choice. They told me not to worry.

When Sept came along (4 weeks), I called and asked how everything was going. They said it would need another week and a half. So I gave them two weeks, called, and they said another week. It has now been another 2 weeks, well into October, and I haven't been able to reach them and they won't respond to my emails.

This is obscene. I paid them in full, and I can't help but feel like they're casting me aside. I feel like they should be picking up shipping for this incredible delay. Is there anything else I can do besides complain?
 
#4
That is a totally unacceptable course of events. You might also consider trying to get some satisfaction through the dealer if you bought it new. Please repost to let us all know what happens.
 
#6
Also, try to call them several times a day until you get through.

I have to say Zon is getting pretty bad reputation in my book. Not the first time I hear people complaining of warped necks, or people complaining about bad service.
 
#11
thanks for all the words of encouragement guys.

i'm going to call them tomorrow, maybe they'll decide to pick up.

the thing is, if they had told me from the beginning that this was going to take a few months i would have been fine with it. but when they assure me that it will be here at a certain time and they don't follow through it upsets me, and certainly makes me think twice about buying another Zon bass.

i'll keep you all posted.
 
#14
lefty007 said:
Also, try to call them several times a day until you get through.

I have to say Zon is getting pretty bad reputation in my book. Not the first time I hear people complaining of warped necks, or people complaining about bad service.
Click to expand...

Just to expand briefly on my comments, I remember two cases that were discussed here on TB a while ago:

1-I remember one guy explainig that his Zon graphite neck lost rigidity and bowed severely. Apparently Zon admitted that a minimal percentage of neck may experience this after a few years. It is a a structural failure of the material. I don't remember how old was the bass. But the customer had to pay for the repair (or a new neck), as the bass was out of warranty.

2-And recently I remember somebody telling a story about sending his Zon to retrofit some bigger pickups and Zon gave a price quote but ended up charging much more that quote without giving the customer a chance to approve the higher cost. . .


Don't quote me. Do some searching in this very forum.
 
#16
Did you pay them by credit card?

If they don't act to resolve it, you can always contest the charge. Telling them you are going to contest the charges usually gets action because it costs them money.

Jim
 
#17
jwsamuel said:
Did you pay them by credit card?

If they don't act to resolve it, you can always contest the charge. Telling them you are going to contest the charges usually gets action because it costs them money.
Click to expand...

Anything that will really hit them directly ought to work. Showing them that they could rectify the distaste for their company on TB might help, but the immediate result of them losing money should get action.
 
#19
Webtroll said:
I dunno about anyone else but if I don't see people start posting good things about Zon CS soon I'm probably never going to consider buying one. Has nobody had a good experience with them??
Click to expand...

I had a pretty good experience when I had a Sonus defretted a few weeks ago. Nothing to complain about.
 

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